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| dhl customer relationship management: Customer Relationship Management Samit Chakravorti, 2023-02-25 A uniquely global, holistic, strategic and tactical grounding in managing customer and other stakeholder experiences and relationships across the value chain, cultures and countries. |
| dhl customer relationship management: Business Relationship Management and Marketing Michael Kleinaltenkamp, Wulff Plinke, Ingmar Geiger, 2014-09-30 Relationship management, key account management and customer orientation are concepts that have become central to modern management. This book is dedicated to illustrating and reflecting these concepts and their corresponding methods and instruments in depth. It is thereby focused on the business-to-business realm and equally applies to traditional industrial markets as well as to business-to-business services. Contributions include state-of-the-art research results that are conveyed in a comprehensible fashion to be applied in both executive education as well as in practice. |
| dhl customer relationship management: CUSTOMER RELATIONSHIP MANAGEMENT S. SHANMUGASUNDARAM, 2008-04-15 Customer Relationship Management (CRM) is a modern approach to marketing. It focuses on the individual consumer. Customer is the ‘king’, therefore, the products and services have to be offered in such a way that they suit the needs and preferences of the customer. This comprehensive and easy-to-read text deals with the formulation of methodologies and tools that help business organizations to manage critical customer relationships by supporting all customer-centric processes within an enterprise, including marketing, sales and customer support. In addition, the book emphasizes managing opportunity for optimum productivity, coordinating the specialized activities of multi-functional teams, developing and retaining corporate knowledge and completing complex multi-step processes in a timely and efficient manner. This text is intended for the students of masters in business administration (MBA) and those pursuing postgraduate diploma in marketing management (PGDMM). Besides, the book should prove to be a useful reference for marketing professionals. KEY FEATURES Covers various dimensions of CRM with several case studies. Includes the modern concept—e-CRM. Incorporates deep study of research oriented topics. |
| dhl customer relationship management: Service Operations Management John McManus, Mats Winroth, Jannis Angelis, 2019-10-12 This engaging and accessible textbook explores the challenges and complexities of managing operations in a service industry setting. Comprehensive in scope, this textbook considers key concepts from strategy and operations management from a global services perspective and integrates traditional theory with cutting-edge contemporary examples. Taking a student-centred approach, it gives the reader a solid understanding of the key issues faced by contemporary service organisations, from managing and reviewing risk to managing supplier relationships. Rich pedagogy, integrated online resources and relevant international case studies develop strategic thinking skills and equip students with the essential tools and techniques needed to plan, design, manage and control operations in diverse service industry contexts. This is an ideal textbook for students of service operations management at undergraduate, postgraduate and MBA level. |
| dhl customer relationship management: Customer Relationship Management SCN Education, 2013-11-11 This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition. |
| dhl customer relationship management: Customer Relationship Management Roger J. Baran, Robert J. Galka, 2016-12-08 This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management. |
| dhl customer relationship management: Customer Relationship Management Alexander Chernev, Customer relationship management comprises a set of activities for managing a company’s interactions with its current and potential customers in a way that creates value for both the company and these customers. The key aspects of customer relationship management—managing customer loyalty, building customer equity, and designing a customer-centric organization—are the focus of this note. The discussion of customer relationship management is complemented by an overview of the key customer management metrics and a discussion of models for calculating lifetime customer value. This note is an excerpt (Chapter 20) from Strategic Marketing Management: Theory and Practice by Alexander Chernev (Cerebellum Press, 2019). |
| dhl customer relationship management: InfoWorld , 2000-11-20 InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects. |
| dhl customer relationship management: Customer-Centric Marketing Strategies: Tools for Building Organizational Performance Kaufmann, Hans-Ruediger, 2012-11-30 As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective customer centric policies. Customer-Centric Marketing Strategies: Tools for Building Organizational Performance provides a more conceptual understanding on customer-centric marketing strategies as well as revealing the success factors of these concepts. This book will discuss how to improve the organizations financial and marketing performance. |
| dhl customer relationship management: Service Management Jay Kandampully, 2011-12-09 “Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing. --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing. --A. Parsu Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals. --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University |
| dhl customer relationship management: DHL Po Chung, Roger Bowie, 2017-12-18 DHL: From Startup to Global Upstart is the story of a startup that became the first worldwide logistics service organization, fighting regulation, trade restrictions, customs, and many other technical issues to develop processes that have stood the test of time to become the accepted norm in delivery throughout the world. It is a story of using soft powers, persuasion, and ingenuity, working with, and around, emerging technologies to eliminate barriers to success. This book provides an extraordinary look into how a little startup with grit and perseverance succeeded in the face of overwhelming odds and revolutionized many of what are now accepted transportation and supply chain practices. Po Chung, DHL International co-founder, and Roger Bowie, former DHL Worldwide Services Director, discuss how DHL paved the way for one day international package delivery and how they have maintained their global leadership position against powerful American titans. |
| dhl customer relationship management: Marketing and Consumer Behavior: Concepts, Methodologies, Tools, and Applications Management Association, Information Resources, 2014-12-31 As marketing professionals look for ever more effective ways to promote their goods and services to customers, a thorough understanding of customer needs and the ability to predict a target audiences reaction to advertising campaigns is essential. Marketing and Consumer Behavior: Concepts, Methodologies, Tools, and Applications explores cutting-edge advancements in marketing strategies as well as the development and design considerations integral to the successful analysis of consumer trends. Including both in-depth case studies and theoretical discussions, this comprehensive four-volume reference is a necessary resource for business leaders and marketing managers, students and educators, and advertisers looking to expand the reach of their target market. |
| dhl customer relationship management: Sales Management Bill Donaldson, Javier Marcos Cuevas, Régis Lemmens, 2017-09-16 This is a core textbook that provides a practical and comprehensive introduction to selling and sales management. Packed full of insightful real-world case studies, the fourth edition of this highly successful text has been fully updated and revised throughout to provide a truly contemporary overview of the discipline. This textbook offers a unique blend of academic rigour and practical focus based on the authors' invaluable combination of industry experience, expertise in sales consultancy and years of teaching and research in sales. Accessibly divided into three parts-'Strategy', 'Process' and 'Practice'-it presents a wide range of topics such as ethical issues in sales, key account management, international sales, recruitment, and compensation and rewards. Sales Management is the definitive text for undergraduate, postgraduate and MBA students of selling and sales management. New to this Edition: - New chapters on Defining and Implementing Sales Strategies and Key Account Management - New case studies, vignettes, questions for reflection and statistics added throughout the text - An increased emphasis on the practical approaches to professional selling - Insightful interviews with sales professionals sharing their experience and insights at the end of some chapters |
| dhl customer relationship management: Customer Relationship Management Andreas Muther, 2012-12-06 Under the term Customer Relationship Management (CRM) companies such as Siebel Systems offer solutions geared at optimising customer processes. These companies claim high customer satisfaction and reduced costs. Traditional software giants like SAP and Oracle have also begun to provide software solutions in the areas of marketing, sales and service. For many enterprises, the re-organisation of so-called front-office-processes is new ground. But what must a company consider when it initiates a CRM project? It is important to start with the customer needs before moving on to customer relationships as a whole. This book describes customer relationships using the concept of Customer Buying Cycle and thus creates a neutral orientation framework for CRM projects. |
| dhl customer relationship management: Customer Relationship Management V. Kumar, Werner Reinartz, 2012-04-30 Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. |
| dhl customer relationship management: Customer Relationship Management Francis Buttle, 2009 This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims. |
| dhl customer relationship management: Strategic Management Upendra Kachru, 2009 Written in a lucid way, this book traverses the entire panorama of strategic management. |
| dhl customer relationship management: Ethical and Sustainable Supply Chain Management in a Global Context Akkucuk, Ulas, 2019-04-26 The global supply chain creates environmental and social burdens during different stages of production and distribution. Ethical and sustainable practices along the supply chain seek to minimize these burdens and ensure fair labor practices, lower emissions, and a cleaner environment. Ethical and Sustainable Supply Chain Management in a Global Context uses cases, qualitative studies, empirical results, and analyses of legal frameworks to focus on ethics and sustainability as they relate to the management of global supply chains. Featuring research on topics such as production planning, consumer awareness, and labor laws, this book is ideally designed for managers, policymakers, professionals, researchers, and students working in the field of sustainable development and related disciplines including marketing, economics, finance, operations management, supply chain management, environmental science, and waste management. |
| dhl customer relationship management: Strategic Performance Management Bernard Marr, Dina Gray, 2012-08-06 This book is about strategic performance management for the Twenty-First Century organization. In a practical step-by-step approach it navigates readers though the identification, measurement, and management of the strategic value drivers as enables of superior performance. Using many real life case examples this book outlines how organizations can visualize their value creation, design relevant and meaningful performance indicators to assess performance, and then use them to extract real management insights and improve everyday strategic decision making as well as organizational learning. A key focus of the book is the important issue of creating value from intangible assets. Much has been written about the importance of intangible assets such as knowledge, skills, relationships, culture, practices, routines, and intellectual property as levers for organisational success. However, little has been published that tells managers how to do that. This book moves beyond just raising awareness and provides practical tools and templates, gathered in many extensive case studies with world-leading organizations. The key issues the book addresses are: • How do we identify the strategic value drives, especially the intangibles, in our organisations? • How do we understand their strategic value using the powerful mapping tools? • How do we then measure the business performance? • How do we use performance indicators to improve decision making and organisational learning? • How do we align performance reviews and risk management with our strategy? Well grounded in theory and packed with case studies from around the world, this book will function as a guide for managers as well as a reference work for students and researchers. The tools described in this book are not only suitable for leading international corporations, but have been designed to be equally appropriate for not-for-profit organizations, central and local government institutions, small and medium sized businesses, and even departments and business units. The ideas, tools, and templates provided allow managers to apply them straight away and transform the way they manage strategic performance at all levels of their organization. |
| dhl customer relationship management: Data Science and Analytics Sneha Kumari, K.K. Tripathy, Vidya Kumbhar, 2020-12-04 Data Science and Analytics explores the application of big data and business analytics by academics, researchers, industrial experts, policy makers and practitioners, helping the reader to understand how big data can be efficiently utilized in better managerial applications. |
| dhl customer relationship management: Digital Enterprise Transformation Axel Uhl, Lars Alexander Gollenia, 2016-04-22 The integration of technological innovations, such as In-Memory Analytics, Cloud Computing, Mobile Connectivity, and Social Media, with business practice can enable significant competitive advantage. In order to embrace recent challenges and changes in the governance of IT strategies, SAP and its think tank - the Business Transformation Academy (BTA) - have jointly developed the Digital Capability Framework (DCF). Digital Enterprise Transformation: A Business-Driven Approach to Leveraging Innovative IT by Axel Uhl and Lars Alexander Gollenia outlines the DCF which comprises six specific capabilities: Innovation Management, Transformation Management, IT Excellence, Customer Centricity, Effective Knowledge Worker, and Operational Excellence. In cooperation with the University of Applied Sciences and Arts Northwestern Switzerland, University of St. Gallen (Switzerland), Queensland University of Technology (Australia), University of Liechtenstein (Principality of Liechtenstein), and Karlsruhe Institute of Technology (Germany), SAP and the BTA have been validating each capability and the corresponding maturity models based on analyzing several ’lighthouse’ case studies comprising: SAMSUNG, IBM, Finanz Informatik, The Walt Disney Company, Google Inc., HILTI AG. Digital Enterprise Transformation presents how these companies take advantage of innovative IT and how they develop their digital capabilities. On top the authors also develop and present a range of novel yet hands-on Digital Use Cases for a number of different industries which have emerged from innovative technological trends such as: Big Data, Cloud Computing, 3D Printing and Internet of Things. |
| dhl customer relationship management: Effects of the Proposed Arrangement Between DHL and UPS on Competition, Customer Service, and Employment United States. Congress. House. Committee on Transportation and Infrastructure, 2008 |
| dhl customer relationship management: Principles and Practice of Marketing 10/e JOBBER AND ELLI, 2023-02-21 EBOOK: Principles and Practices of Marketing 10/e |
| dhl customer relationship management: HSBC's Guide to Cash and Treasury Management in Asia Pacific 2008 - English , 2007 |
| dhl customer relationship management: Management with Online Study Tools 12 Months Danny Samson, Timothy Donnet, Richard L. Daft, 2017-10-25 Samson/Daft/Donnet's Management is a robust foundation text providing a balance of broad, theoretical content with an engaging, easy-to-understand writing style. It covers the four key management functions - planning, organising, leading and controlling - conveying to students the elements of a manager's working day. Along with current management theory and practice, the authors integrate coverage of innovation, entrepreneurship, agile workplaces, social media and new technology throughout. This sixth edition features a new author on the team and contains updates to content based on recent research. Real-life local and international examples showcase the ongoing changes in the management world. Focusing on a 'skills approach', they bring concepts to life for students, supporting motivation, confidence and mastery. Each part concludes with a contemporary continuing case study, focusing on car company Toyota as it faces managerial challenges and opportunities in the region. |
| dhl customer relationship management: EBK: Services Marketing: Integrating Customer Service Across the Firm 4e Alan Wilson, Valarie Zeithaml, Mary Jo Bitner, Dwayne Gremler, 2020-10-07 Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency. |
| dhl customer relationship management: Enterprise Information Systems and Implementing IT Infrastructures: Challenges and Issues Parthasarathy, S., 2010-03-31 This book aims at identifying potential research problems and issues in the EIS such as Enterprise Resource Planning (ERP), Supply Chain Management (SCM), and Customer Relationship Management (CRM)--Provided by publisher. |
| dhl customer relationship management: EBOOK: Principles and Practice of Marketing, 9e David Jobber, Fiona Ellis-Chadwick, 2019-08-01 EBOOK: Principles and Practice of Marketing, 9e |
| dhl customer relationship management: Services Marketing Christopher Lovelock, Paul Patterson, 2015-05-20 Services Marketing is well known for its authoritative presentation and strong instructor support. The new 6th edition continues to deliver on this promise. Contemporary Services Marketing concepts and techniques are presented in an Australian and Asia-Pacific context. In this edition, the very latest ideas in the subject are brought to life with new and updated case studies covering the competitive world of services marketing. New design features and a greater focus on Learning Objectives in each chapter make this an even better guide to Services Marketing for students. The strategic marketing framework gives instructors maximum flexibility in teaching. Suits undergraduate and graduate-level courses in Services Marketing. |
| dhl customer relationship management: Using Customer Needs to Drive Transportation Decisions Kathleen E. Stein, Robert K. Sloane, National Cooperative Highway Research Program, 2003 |
| dhl customer relationship management: Management Information Systems In Knowledge Economy Joseph, 2009 |
| dhl customer relationship management: Informationweek , 2005 |
| dhl customer relationship management: Managing People for Service Advantage Jochen Wirtz, 2017 Preface -- Introduction -- Service employees are extremely important -- Frontline work is difficult and stressful -- Cycles of failure, mediocrity and success -- Human resource management : how to get it right -- Service culture, climate and leadership -- Conclusion -- Summary -- Endnotes |
| dhl customer relationship management: Successful Customer Relationship Management Programs and Technologies: Issues and Trends Eid, Riyad, 2012-03-31 This book offers case studies, methodologies, frameworks and architectures, and generally the cutting edge in research within the field of customer relationship management--Provided by publisher. |
| dhl customer relationship management: The Definitive Guide to Social CRM Barton J. Goldenberg, 2015-02-24 Make Social CRM work! This book presents the first proven framework and step-by-step methodology for driving maximum value from Social CRM throughout sales, marketing, customer service, and beyond. Barton Goldenberg,the field’s #1 expert, offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization. You’ll learn how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today’s leading social platforms. Goldenberg shows how to: • Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond • Integrate this information into expanded customer profiles • Use these profiles to personalize customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after you’ve deployed it. You’ll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM — and the fast-changing customer tomorrow’s systems must serve. For all executive decision-makers, managers, and implementers who are involved in, planning, or considering Social CRM initiatives. |
| dhl customer relationship management: A methodology for planning sustainable supply chain initiatives Kucht Campos, Juliana, 2016-11-18 This publication presents a methodology for planning sustainable supply chain initiatives, consisting of three scopes, each with its appropriate mechanism and background theory. The first one “Acting In” structures organizational practices in a “Framework for Managing Sustainable Supply Chain Practices”. The second scope “Acting Out” compares practices from 32 recognized sustainability leaders from five different industries through a “Benchmarks Practices Bank”. The third scope “Acting Beyond” supports defining and managing a portfolio of sustainable supply chain practices through a “Practices Portfolio Planning Matrix” which provides a list of opportunities for the exchange of knowledge between Germany and Brazil. The methodology significantly supports supply chain decision makers in planning initiatives and visualizing collaboration opportunities within a firm, industry and shared value chain perfective. As companies become more global, challenges also become greater, thus, a more systematic and holistic approach can lead the way for developing more innovative solutions. In der folgenden Doktorarbeit wird eine Methodologie zur Planung von Nachhaltigkeitsinitiativen im Bereich Supply Chain entwickelt, die aus drei Haupthandlungsfeldern besteht und für welche jeweils der theoretische Hintergrund, sowie geeignete Mechanismen aufgezeigt werden. Der erste Bereich, das sog. „Acting In“, strukturiert organisatorische Tätigkeiten und integriert diese in einen Rahmen, dem „Framework for Managing Sustainable Supply Chain Practices“. Der zweite Bereich - „Acting Out“ - vergleicht verschiedene Verfahren von 32 anerkannten, im Bereich Nachhaltigkeit führenden Unternehmen mit Hilfe der Datenbank “Benchmarks Practices Bank”. „Acting Beyond“ - der dritte Bereich - hilft dabei ein Portfolio mit nachhaltigen Maßnahmen im Supply Chain Bereich zu definieren. Hierfür wird die “Practices Portfolio Planning Matrix” eingeführt, welche gleichzeitig interessante Möglichkeiten zum Wissensaustausch zwischen Deutschland und Brasilien aufzeigt. Die erarbeitete Methodik ist sowohl für die Forschung, als auch für die Anwender im Supply Chain Bereich von großer Bedeutung. Die hier entwickelten Mechanismen unterstützen die Entscheider in den Unternehmen bei der Planung von Nachhaltigkeitsinitiativen im Supply Chain Bereich und verdeutlichen Kooperationsmöglichkeiten auf verschiedenen Ebenen: innerbetrieblich, auf derselben Wertschöpfungsstufe und über die gesamte Wertschöpfungskette hinweg. Da die Unternehmen immer globaler agieren, werden die Herausforderungen größer. Daher kann eine systematischere, ganzheitlichere Herangehensweise ein Ansatz sein, wenn es um die Entwicklung von innovativen Lösungen geht. |
| dhl customer relationship management: Developing Service Products and Brands Jochen Wirtz, 2017 All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is a complex task that requires an understanding of how the core and supplementary services should be combined, sequenced, and delivered to create a value proposition that meets the needs of target segments. Developing Service Products and Brands is the third volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world. |
| dhl customer relationship management: Customer Care Excellence Sarah Cook, 2010-11-03 Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement. |
| dhl customer relationship management: CIO , 1995-08 |
| dhl customer relationship management: Leadership 2.0 Travis Bradberry, Jean Greaves, 2012-10-08 Sharing discoveries from a groundbreaking study that separated the leadership skills that get results from those that are inconsequential or harmful, Leadership 2.0 introduces a new paradigm of leadership. A passcode provides online access to the self-assessment edition of the bestselling 360° Refined™ leadership test. 360° Refined™ will show you where your leadership skills stand today and what you can do to begin maximizing them immediately. Your test results will: - Reveal your scores for all 22 core and adaptive leadership skills. - Reveal the specific behaviors responsible for your scores. - Pinpoint which of the book’s 100+ leadership strategies will increase your leadership skills the most. In today’s fast-paced world of competitive workplaces and turbulent economic conditions, each of us is searching for effective tools that can help us adapt and strike out ahead of the pack. Leadership 2.0 delivers a step-by-step program for increasing 22 core and adaptive leadership skills. Core leadership skills (those that get people into leadership positions) will sharpen your saw, and adaptive leadership skills (those that set great leaders apart) will make you into the leader you’ve always wanted to be. |
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DHL - Wikipedia
DHL (originally named after D alsey, H illblom and L ynn) is a multinational Import-Export Expert Company, founded in the United States and headquartered in Bonn, Germany. [5] . It provides …
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DHL Home - Global Logistics and International Shipping
DHL is the global leader in the logistics industry. Specializing in international shipping, courier services and transportation.
Tracking - DHL - United States of America
International tracking of your DHL shipment: have your DHL tracking number at hand to track and trace.
Ship a parcel, shipping rates, tracking, courier pickup with DHL ...
Ship and track parcels with DHL Express. Get rate quotes, courier delivery services, create shipping labels, ship packages and track international shipments in MyDHL+.
Login - MyDHL+
Login and start using MyDHL+ now! DHL is the leader in International Express Shipping. As a DHL Express customer you have access to our easy-to-use, free online shipping and tracking …
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Track DHL Express shipments, view delivery status and proof of delivery. Login to monitor shipments and send and receive notifications. Track with MyDHL+.
DHL Express - Fast. Door-to-Door. Courier Delivered.
When you partner with DHL Express, not only will you get the world’s best international express shipping delivery service – you can also count on our team of business, e-commerce and …
DHL - Wikipedia
DHL (originally named after D alsey, H illblom and L ynn) is a multinational Import-Export Expert Company, founded in the United States and headquartered in Bonn, Germany. [5] . It provides …
Get a free International shipping quote online - DHL
Get free international shipping rates and domestic shipping quotes for forwarding documents, parcels and freight with DHL
Tracking - MyDHL+
These technologies allow the website to remember choices you make and provide enhanced, more personal features. For example, these technologies can be used to remember and store …
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Track your DHL shipment with your tracking number to trace its status.
